A Conceptual Model of Service Quality
- 1 June 1988
- journal article
- Published by Emerald Publishing in International Journal of Operations & Production Management
- Vol. 8 (6) , 19-29
- https://doi.org/10.1108/eb054839
Abstract
A model of service quality is developed which includes three groups of service quality components: physical and procedural, behavioural, and judgemental. Classification schemes for service operations based on their relative degrees of labour intensity, process and product customisation, and contact and interaction between the customer and the service organisation are reviewed and synthesised. The application of the service quality model to different classes of service organisations are discussed.Keywords
This publication has 3 references indexed in Scilit:
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- Productivity in Professional ServicesThe Service Industries Journal, 1985
- Classifying Services to Gain Strategic Marketing InsightsJournal of Marketing, 1983